Complaint Review: NAD Wood Floors - Framingham MA

We really wanted to have a good experience with Walace at NAD Wood Floors but unfortunately this did not happen. We do not generally write bad or long reviews but in this case, we felt it was important to alert future customers of our experience working with NAD Wood Floors. We left a glowing review right after seeing the floor, but we did not know that within a few weeks the floor would look worse than before it was refinished. 

We asked NAD floors to refinish our kitchen and hallway hardwood floors in November of 2023. We had the same adjacent wood floors done by another contractor 4 years ago who was not available for this job and we hired NAD Flooring based on the good reviews that we read. Within days of the work being completed, we noticed chipping, peeling as well as blistering. When we complained to Walace the owner, to his credit, he agreed to send his crew and redo the floors which was scheduled in March during a time where we would be out of the house for a week since oil-based polyurethane has a strong smell. Once again, within days of returning we found the stain was peeling and the floor had the same poor appearance as the first time it was refinished. We had followed Walace's instructions of no animals on the floors for 2 weeks and no heavy objects on the floor while it cured. 

To our surprise the usual pungent polyurethane odor was NOT present which usually takes weeks to dissipate, which led us to believe that the oil-based product was not used. The finish was so thin and soft that it could easily be removed with usual daily usage. Walace blamed our dog and indicated that he did not guarantee the work against scratches and there was nothing he could do. He essentially assumed that we did not follow his directions.  As a professional couple, we are very well versed in following instructions. All our other wood floors look lovely despite 4 years of our dog walking on all of them, with the only difference being that other floors were refinished by another contractor. I have attached pictures of NAD Floor refinishing versus the abutting floor done by another contractor which is the exact same wood and style. 

We were so disappointed since now the floors looked worse than ever, and would have to be refinished a third time within 6 months. Each time the floor is refinished it is sanded down and the layers of wood become thinner, thereby compromising the longevity of the floor. In addition, we must move out of the house with our baby to protect ourselves from the fumes. All of this is additional cost and inconvenience. We had a flooring expert come in to examine our floors and we were told that the job was done improperly. He surmised that the finish was probably NOT oil-based as was represented to us, but rather a water-based finish.  Also, the layers were not cured long enough between applying the polyurethane which would account for the stain lifting and scratches throughout the floor. We sent pictures to a second flooring expert and he indicated the same.  He explained that flooring companies often are forced to hire inexperienced workers since there is such a shortage of experienced floor refinishers and speculated that this is what happened. Walace did not do the work himself, nor did he inspect the work. He relied on his staff to do the work and claims that he is not at fault for these glaring issues.  

When asked how he could be so sure that the work was done properly by his staff, he responded repeatedly that what happened to our floor was not his fault and he had no guarantee against scratching. We made numerous attempts to have him work things out with us and he responded with one mantra: "It’s not my fault".  We do not recommend Walace and NAD flooring. Walace refuses to take responsibility and blames his customers for his poor results.